When an item has been delivered to the collection point for a click-and-collect order but no collection code has been generated, an email help request to ebay customer services will result in an automated message which advises the buyer to open an "Item Not Received" case.
Don't bother doing this! The automated system sees that the item has been delivered to the collection point and registers it as "delivered", and the case is automatically closed. It is never reviewed by a human being who can tell the difference between the collection point and the buyer, and a closed case makes it harder to get the problem investigated and resolved.
The auto-response format is this:
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Hello [buyer name],
Thank you for contacting eBay customer service about [item details]. I know that you have been patiently waiting for the item but you have not received the collection code when the item shows delivered to your collection point. I'm happy to help you out.
Nothing to worry, you are definitely covered by our Buyer Protection Program. Your collection code should be available in 7 days once the item was delivered to your collection point. I see the item shows delivered on [date], if the code is still not available by the [date], we advise you to open an Item Not Receive case so we can help you get your money back.
Here is how to open an Item Not Received case:
https://www.ebay.co.uk/help/buying/returns-refunds/get-help-item-hasnt-arrived?id=4042&st=12&pos=2&q...
I am confident that the information we have provided today will help resolve the issue. Thank you for choosing eBay as a venue for your online trading needs.
It has been my pleasure to provide you with assistance today.
Best regards,
[fictitious name]
eBay Customer Service
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I have received this message several times when chasing up a missing collection code (which I've had to do twice in the last week, due to a technical glitch in ebay's system). The first time, a couple of months ago, I did create an INR case and my experience was as I described above. When for a later incident I received an identical message, I realised what was happening.
Once the auto-reply has been sent, there is no further action by customer services. The request is regarded as solved and no human being ever sees it. In order to get anything done, you need to speak with an agent via online chat. That way, a message is sent to the relevant customer services department and a real person will see it. A time frame of 48 hours is given for response but is rarely met. The effective procedure is to chase up via online chat after every 48 hour interval. After two or three times, the problem will be dealt with.
And always use online chat rather than a phone call, as you will then get a transcript of the chat which can be used to prove when you made the request and what information you were given.
